Applied Scientist , Customer Experience and Business Trends

Customer Experience and Business Trends (CXBT) is looking for an Applied Scientist to join their team. CXBT's mission is to create best-in-class AI agents that seamlessly integrate multimodal inputs, enabling natural, empathetic, and adaptive interactions. We leverage advanced architectures, cross-modal learning, interpretability, and responsible AI techniques to provide coherent, context-aware responses augmented by real-time knowledge retrieval.

As part of CXBT, we have a vision to revolutionize how we understand, test, and optimize customer experiences at scale. Where traditional testing approaches fall short, we create AI-powered solutions that enable rapid experimentation, de-risk product launches, and generate actionable insights, all before a single real customer is impacted.

Be a part of our agentic initiative and shape how Amazon leverages artificial intelligence to run tests at scale and improve customer experience.

As an applied scientist, you will research state-of-the-art techniques in agent-based modeling, and lead scientific innovation building foundational agentic simulation capabilities.

If you are passionate about the intersection of AI and human behavior modeling, and want to fundamentally influence how Amazon tests and improves customer experiences, this role offers a great opportunity to make your mark.

Key job responsibilities

• Design and implement frameworks for multi-modal content handling and creating representative, diverse agents that faithfully capture real-world characteristics
• Use state-of-the-art techniques in user modeling and behavioral simulation to build robust agentic frameworks
• Research and implement novel algorithms and modeling techniques.
• Acquire and curate diverse datasets while ensuring user privacy.
• Create robust evaluation metrics and test sets to assess language model performance.
• Innovate in data representation and model training techniques.
• Apply responsible AI practices throughout the development process.
• Write clear, scientific documentation describing methodologies, solutions, and design choices

A day in the life

Our team is dedicated to improving Amazon's products and services through evaluation of the end-to-end customer experience using both internal and external processes and technology. Our mission is to deeply understand our customers' experiences, challenge the status quo, and provide insights that drive innovation to improve that experience. Through our analysis and insights, we inform business decisions that directly impact customer experience as customers of new GenAI and LLM technologies.

About the team

CXBT is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings – for almost every business at Amazon – for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

Basic Qualifications

• 3+ years of building models for business application experience
• Experience in patents or publications at top-tier peer-reviewed conferences or journals
• Experience programming in Java, C++, Python or related language
• Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing
• PhD or equivalent research experience
• Experience building machine learning models or developing algorithms for business application

Preferred Qualifications

• Have publications at top-tier peer-reviewed conferences or journals
• Knowledge of programming languages such as C/C++, Python, Java or Perl
• Deep expertise in multimodal AI systems combining vision and language models and designing and building LLM-based agent systems

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, VA, Arlington - 142,800.00 - 193,200.00 USD annually

USA, WA, Seattle - 142,800.00 - 193,200.00 USD annually